About the position
We are seeking a driven Intermediate Business Analyst to join our client's Managed Services team. This role is ideal for someone with at least 5 years of experience in a Business Analyst role, who is eager to grow their skills in a dynamic and fast-paced environment. The Managed Services team plays a critical role in supporting and enhancing existing software features, resolving client issues and driving continuous improvement. A successful candidate will demonstrate strong analytical thinking, communication skills, and the ability to understand and learn software quickly. You'll work on both support-related tasks and enhancements to existing solutions built using the Blueport Platform. You'll collaborate across teams, including Customer Service and Technical Development, and communicate with both internal and external stakeholders to ensure requirements are understood and translated into actionable solutions. The role also includes aspects of testing, documentation, and user support. Occasional travel may be required. Ultimately, a successful Intermediate Business Analyst will help ensure that our clients are satisfied with the functionality, support, and ongoing evolution of the solutions we provide.
REQUIREMENTS:
- Minimum of 5 years' experience in a Business Analyst role
- Experience supporting and enhancing existing software features
- Experience working in a support/help desk environment is a strong plus
- Exposure to DevOps tools is advantageous
- Experience producing clear documentation for both technical and business users
- Demonstrated ability to manage and meet client expectations
- Prior involvement in drafting SoWs or participating in scoping activities is beneficial
- Proven ability to work across teams and manage multiple priorities
- Skills and attributes for success:
- Strong analytical skills with excellent attention to detail
- Clear and confident communication skills, both verbal and written
- Ability to think clearly and remain calm under pressure
- Ability to context switch frequently
- Comfortable working with technical teams and understanding software functionality
- Quick to learn new tools, systems, and software platforms
- Experience writing test cases and performing software testing
- Collaborative team player with a flexible and proactive mindset
- Confident in facilitating client discussions and managing expectations
- Skilled in problem-solving in a high-paced, multi-project environment
- Exposure to UI/UX concepts is a plus, though not essential
RESPONSIBILITIES:
- Based on support requests, investigate current system functionality and perform gap analysis to determine if an enhancement is required
- Write detailed use cases and test cases to support regression testing
- Work closely with internal teams to ensure timely and accurate delivery of minor enhancements and support fixes
- Act as first-line support for client queries, minor change requests, and user management
- Prepare and maintain SLA reports and other client status documentation
- Communicate clearly and professionally with both internal stakeholders and external clients
- Support user training and onboarding activities where required
- Escalate and manage client issues through to resolution
- Promote a high standard of client service and identify areas for improvement
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